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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    PayPal Error Message states Payment cannot be Completed please contact merchant for more information.

    Asked by lebaus on September 30, 2013 at 02:45 PM

    My customer keeps getting this message: This payment cannot be completed and your account has not been charged. Please contact your merchant for more information.

    Is this a jotform issue or paypal?

     

    This is the form in question: https://secure.jotformpro.com/form/32714515336956

    message JotForm secure.
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    JotForm Support

    Answered by KadeJM on September 30, 2013 at 03:42 PM

    Hello lebaus, I checked your form and it appears to be setup correctly. I do not remember the exact reason behind it but when I researched the issue some more this seems to be a failure on the customers side involving Paypal and not us. The main reason appears to be due to the card payment failing or was most likely being rejected. I would advise trying again or request that they try a different card.

    Resource:

    https://www.paypal-community.com/t5/Sending-and-receiving-money/This-payment-cannot-be-completed-and-your-account-has-not-been/td-p/531186